VP of Customer Success

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Lead and expand a worldwide Customer Success organization covering Strategic, Enterprise, Commercial, and Digital Touch segments.

• Take ownership of retention and expansion results, achieving industry-leading NRR through proactive account management, risk mitigation, and expansion initiatives.

• Collaborate with Sales leadership on account planning, renewals, and expansion strategies to support consistent, scalable revenue growth.

• Implement a scalable Customer Success model featuring segmentation, playbooks, health scoring, QBRs, and escalation pathways.

• Act as an executive sponsor for key strategic accounts, fostering trusted relationships with customer executives and champions.

• Work together with Product, Engineering, Support, Sales, and Marketing teams to integrate customer feedback, enhance product adoption, and guide roadmap priorities.

• Build and develop a high-performing leadership team; recruit, nurture, and retain global Customer Success talent.

• Monitor and report Customer Success metrics such as NRR, GRR, churn, expansion, adoption, CSAT/NPS, and health scores to executive leadership.

• Advocate for a customer-centric culture across the organization, ensuring that the customer voice shapes strategy.

⛳️ Requirements

• Over 10 years of experience in Customer Success, Account Management, or similar revenue leadership roles, including more than 5 years leading global Customer Success organizations at scale.

• Strong preference for candidates with experience in the security/cybersecurity industry.

• Proven track record supporting both SaaS and on-premise/hybrid deployment models.

• Demonstrated capability in managing a multi-segment coverage model — Strategic, Enterprise, Commercial, and Digital Touch/Tech Touch customers — with customized strategies for each segment.

• History of leading a Customer Success organization responsible for over $100M in revenue, with direct experience in scaling the business while maintaining industry-leading NRR.

• People-first leadership approach with a focus on developing managers and individual contributors.

• Strong collaborative skills across functions with Sales, Product, Engineering, and Marketing leadership.

• In-depth knowledge of Customer Success operating metrics and systems, including NRR/GRR, churn, health scoring, and proficiency with CS platforms like Gainsight/ChurnZero/Planhat and CRM tools.

• Experience operating within a global, multi-region organization, with cultural awareness and a background in managing distributed teams.

• Excellent executive presence; adept at engaging with C-level customers.

• Preferred: experience in identity security, cloud security, or related infrastructure security sectors.

• Preferred: experience during a hyper-growth phase.

• Preferred: success with land and expand sales strategies.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career progression.

• Flexible working arrangements to support work-life balance.